Discover your future at Citi
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Job Overview
Builds Client Relationships
- Build & maintain positive working relationships with assigned clients portfolio through an active calling program that ensures optimal service for revenue retention.
- Work with Global Sales and Solution and relevant product partners to identity business opportunities to generate alpha and business growth.
- Identify and understand client requirements across the entire securities services value chain in order to proactively recommend process improvements and enhancements to meet clients’ needs.
- Utilize early warning process to identify and resolve client service issues before they are escalated to Client at Risk.
- Become an expert on the customer’s operating business.
- Monitor client satisfaction.
Drive the service quality process at the client level
- Perform regular service reviews & develop actions plans to address issues, deliver solutions and improve client satisfaction.
- Perform regular face-to-face client meetings to confirm our commitment to delivering the highest level of client satisfaction.
- Manage the delivery of client service reviews to all platinum and priority clients with the necessary follow-up to maintain a frequent pulse check via touch points on the client’s satisfaction levels with Operations
- Act as a central point of contact for all key issues impacting client satisfaction.
- Take ownership for client issues and drive resolution through the rest of the service and operational organization
- Coordinate and ensure client participation in external surveys & incorporate survey results into driving up client satisfaction.
- Track by maintaining Integrated Client Analysis (ICA) and ensure all service issues are addressed with relevant product partners.
- Utilize client metrics and executive reporting to analyze, understand and present operating trends to the client, in a way that creates efficiencies for Citi and the client, reduces cost of repair and exception and positions Citi as a superior provider against the competition
Act as the single point of contact for the client
- Build virtual service teams that are capable and nimble to respond quickly to the needs of our clients, creating a team sense of collective responsibility and ‘client first’ mentality
- Develop/ maintain network of contacts within Citi in order to effectively deliver results for clients in a timely manner.
- Coordinate customer testing (UAT) and post-implementation reviews.
Requirement:
- 10 years experience in the financial services industry
- 10 years experience in managing client relationships
- Experience with Securities Services and strong back ground on Securities Services process and product knowledge
- Excellent written and verbal communication skills in Mandarin and English
- Strong influencing skills
- Effective negotiation and persuasion skills
- Ability to manage people, client and user expectations
- Builds partnerships and values diversity
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Job Family Group:
Institutional Sales
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Job Family:
Investor Sales
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Time Type:
Full time
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Most Relevant Skills
Please see the requirements listed above.
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Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
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View Citi’s EEO Policy Statement and the Know Your Rights poster.
